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  • Available to staff employed in non-ancillary academic support departments.

  • Only Full Time Eligible (FTE) staff Eligible full-time staff members qualify.

  • Staff employed on contract, temporary, part-time or co-op work terms, or contingent on funding do not qualify.

  • One rollover machine provided per FTE during rollover cycle. Current rollover cycle is 6 years for desktop computers and 5 years for laptops.

  • Computers required for a service function, that are used by multiple FTEs (where these FTEs do not have an additional computer of their own) are eligible

  • Secondments/leaves: Computers eligible for rollover are not replaced when an FTE is on leave or secondment, even if the position is backfilled by a contract employee.  The computer will be replaced when the FTE returns from secondment/leave.

  • All computers provided through the Desktop Rollover (DTR) program, are required to be managed (SCCM for Windows; SCCM/Parallels for Mac OS (when available)), unless approved business reason to opt out.

    • To request to opt out: submit a ticket to DTR-Other Form and include:

      • Name and userid of manager/supervisor

      • Your machine name

      • Details of business reason for DTR to be “client managed”

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Procurement and Contract Services is now purchasing all Apple equipment online through an agreement with the Apple Store for Education Institution.

  1. You can find pricing and generate quotes online at the Apple Store for Education.

    1. Specify 'University of Waterloo, Waterloo, Ontario, N2L 3G1' and browse as a Guest on the University of Waterloo store.

  2. When you add items to your cart you will be offered the opportunity to save the cart (PDF quote) and have it sent to you by email. 
     

  3. Forward the saved cart along with a purchase requisition to Procurement and Contract Services who will review and convert the cart to an order.

    1. For Desktop Rollover orders, attach the saved cart and submit other details through one of the following forms, for approval and ordering:

      1. Replacement Desktop Rollover computer: DTR-Replacement form 

      2. New Desktop Rollover computer: DTR-New Machine form

    2. Note that AppleCare Protection must be purchased for all Desktop Rollover computers.

Maintenance for Dell Computers

  1. Submit a ticket in Jira https://uwaterloo.atlassian.net/servicedesk/customer/portal/2.

  2. Our Hardware Technician will let you know whether you need to contact Dell Support first, or to send/drop off the laptop in IST.

  3. If you need to contact Dell Support, go to https://www.dell.com/support/home/en-ca and enter the Service Tag of the product. If you need help identifying the Service Tag, please ask your IST Account Rep.

  4. Click Contact Technical Support. You can chat or call a Dell Support Technician.

  5. Our Hardware Technician can order some parts and install them if necessary.

  6. All DTR Dell computers come with a four-year warranty.  If a computer requires hardware repairs out of warranty, IST will decide between replacing parts and providing a new computer ahead of schedule. Our Hardware Technician can look at DTR computers and X-rollovers to extend their life, but cannot make any guarantees.

Maintenance for Apple Computers

  1. IST does not provide hardware support for Apple Computers.

  2. You can find more information on the Apple Support page https://support.apple.com/en-ca/mac/repair.

 What happens with computers after they have been rolled-over?

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